Hi everyone,
I’m writing to share my first experience using Trusted House Sitters.
I believe it highlights critical areas for improvement, both in communication practices and the platform itself.
I carefully completed the listing process, providing complete detailed instructions in our Welcome Guide, and opened my dates for applications. Several sitters responded, and I selected one after a promising video call. While she lacked reviews, our initial connection felt strong.
However, as the sit approached, my attempts to confirm details were consistently ignored. With three weeks left before the scheduled sit, I contacted her four times on the platform and received no response at all. Then, with the start date just five days away, I sent a final, message stating that due to my non-negotiable commitments, I would have to cancel her sit and arrange for another sitter if I didn’t receive a reply within 24 hours. I also requested assistance from THS support. (In the future, if a sitter does not share a phone number I will not use them.)
It was only after I was forced to cancel that the sitter contacted me, explaining, ‘Hello, I am so sorry I was no longer getting email notifications for messages received in my Trusted House sitters profile and then I received the cancellation notification. I am so sorry! I still had planned to come. Now I know I need to check my profile inbox here regardless of personal email notifications. I am so sorry for the stress. My phone number is 7##-###-#### and I will keep an eye on this inbox.’
The lack of communication forced me to cancel the sit. Then, three hours later, the sitter called, saying she intended to come but hadn’t realized the urgency of checking her THS messages. With renewed hope, I reinvited her, she reapplied, and I accepted. This situation highlighted a system flaw where the cancellation prevented either of us from leaving a review; a loss of valuable feedback. It also raises the question of whether such cancellations unfairly reflect on the homeowner. Regardless of her explanation, consistent and reliable communication is essential in a trust-based service like Trusted House Sitters.
The sitter did arrive, late on the first day. We greeted her and focused on making her feel at home. We had prepared a special dinner, catering to her dietary needs. The fridge and pantry were stocked with her specific foods. We provided gift cards to local, diet-friendly restaurants.
Then, we sat down to review the printed welcome guide. I emphasized that our dog, Lily, a friendly Labradoodle well-known at the dog park (conveniently located behind our new home), needed minimal care: food, water, and a short daily walk. We encouraged her to take advantage of our entire home. We gave her our direct numbers, encouraging her to call or text anytime, and asked for photo updates. I also mentioned our external security cameras.
Despite all this, communication was nonexistent during her sit. Not a single call. No texts. Zero photos. Our only indication of activity came from the doorbell camera when she took Lily for a walk. Even more concerning, at 4 AM, a camera captured her in the backyard, yelling at Lily, who’d been left outside for hours. A few days later Lily’s GPS tracker showed she was stationary for about four hours after a 1.5-hour drive to another city. Though the reason is unclear, this lack of communication and extended immobility is deeply troubling. Thankfully, Lily seems unfazed, but this lack of communication and care is unacceptable.
I will say, she did leave the house cleaner than expected.
This whole experience contrasts sharply with a recent, wonderful sit we did in San Diego through THS. The connection was so strong that they’ve booked us for multiple future sits. It’s also worth noting that we’ve had many successful experiences with private pet sitters in the past, where everything went smoothly, though those services typically cost us around $75 per day, which is a significant difference. In fact, we believe so much in the potential of THS that we’ve even upgraded to the “Premium Combined” subscription, $400 annually, to access all the additional benefits, including cancellation insurance and enhanced support.
My goal here isn’t to assign blame but to advocate for clearer communication expectations on this platform. “Trusted” must include reliable communication. The system also needs a better way to handle cancellations caused by sitter unresponsiveness, allowing for fair reviews.
I hope this detailed account is helpful.
Let’s work together to make THS the best it can be.